Events Manager

Job Summary

Responsible for preparing all event documentation and coordinates with Sales, property departments and customers to ensure consistent, high level service throughout pre‑event, event and post‑event phases of property events. This position primarily handles events of average complexity, ensuring seamless turnover from sales to service and back to sales, while recognizing opportunities to maximize revenue through up‑selling and offering enhancements for outstanding events.

Education and Experience

• High school diploma or GED; experienced (1–2 years of experience) in event management or related professional area.
• OR
• 2‑year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; at least 1 year of experience in event management or related professional area required.

• Ensures that events progress seamlessly by following established procedures, collaborating with other employees, and ensuring accuracy.
• Greets customers during the event phase and hands off to the Event Operations team for execution of details.
• Adheres to all standards, policies, and procedures.
• Ensures billing accuracy and conducts bill reviews with the clients prior to processing the final bill.
• Manages group room blocks and meeting space for average to large‑sized assigned groups.
• Identifies operational challenges and determines how to best work with the property staff and customer to solve these challenges or develop alternative solutions.
• Integrates current trends in event management and event design.
• Acts as liaison between field salesperson and customer throughout the event process (pre‑event, event, post‑event).
• Participates in customer site inspections and assists with the sales process as necessary.
• Performs other duties as assigned to meet business needs.
• Solicits feedback from property departments to identify areas for improvement and enhance the Event Planner’s experience.

• Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
• Empowers employees to provide excellent customer service.
• Sets a positive example for guest relations.
• Coordinates and communicates event details both verbally and in writing to the customer and property operations.
• Maintains presence known to the customer at all times during this process.
• Oversees customer experiences from file turnover through the post‑event phase until turnover back to sales.
• Follows up with customers post‑event.
• Responds to and handles guest problems and complaints.
• Uses personal judgment and expertise to enhance the customer experience.
• Stays available to solve problems or suggest alternatives to previous arrangements.
• Integrates obtained feedback and personal judgment into action plans to continually improve customer service.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Interacts with guests to obtain feedback on product quality and service levels.
• Ensures hourly employees understand expectations and parameters for event activities.

• Conducts formal pre‑ and post‑event meetings as required to review/communicate group needs and feedback.
• Leads formal pre‑event and post‑event meetings for average to large‑sized assigned groups.
• Facilitates various meetings as needed (Banquet Event Order meeting, block review, etc.).

• Assists in the sales process and revenue forecasting for customer groups.
• Up‑sells products and services throughout the event process.
• Forecasts group sleeping rooms and event revenue (catering and audio‑visual) for assigned groups.

• Reviews comment cards and guest satisfaction results with employees.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
• Assists in the development and implementation of corrective action plans.
• Initiates improvement of service performance based on evaluation of issues and…